Process Management

Joel D. Wisner is Professor of Supply Chain Management at the University of Nevada, Las Vegas. Prior to his academic career, he worked as an engineer in the oil industry in West Texas and the Louisiana Gulf Coast. His research interests encompass quality assessment and improvement strategies along the supply chain. Dr. Wisner also coauthored PROCESS MANAGEMENT, and his articles have appeared in numerous journals, including JOURNAL OF BUSINESS LOGISTICS, JOURNAL OF OPERATIONS MANAGEMENT, JOURNAL OF SUPPLY CHAIN MANAGEMENT, JOURNAL OF TRANSPORTATION, PRODUCTION AND OPERATIONS MANAGEMENT, and QUALITY MANAGEMENT JOURNAL. He earned his BS in Mechanical Engineering from New Mexico State University, his MBA from West Texas State University, and his PhD in Supply Chain Management from Arizona State University. Linda L. Stanley is an adjunct professor for Arizona State University. Previously she was a visiting professor at Arizona State University West and associate professor and chair of the Management Department at Our Lady of the Lake University, in San Antonio, Texas. She earned a BA at California State University, a BS in Accounting at Arizona State University, and a Ph.D. in business administration also at Arizona State University. Before her academic career, Dr. Stanley worked in the mortgage banking and savings and loan industries. Her research interests include internal service quality, purchasing performance, and the buyer/supplier relationship. She has published articles in several journals, including Journal of Operations Management, Journal of Supply Chain Management, and Journal of Business Logistics. Dr. Stanley has coauthored two other books, Transportation and Logistics Management and Effective Supply Management Performance, both due out in 2007.

Part One: CREATING CUSTOMER-DRIVEN PROCESS STRATEGIES. 1. Introduction to Process Management. 2. New Product Development--Creating Order Winners. 3. Customer Relationship Management. 4. Customer Service Management. Part Two: MANUFACTURING AND SERVICE FLOW ISSUES. 5. Forecasting and Demand Management. 6. Inventory Management. 7. Managing Material Flows. 8. Managing Customer and Work Flows. 9. Managing Information Flows: ERP and BPM. Part Three: LEAN PRODUCTION SYSTEMS. 10. Operating with Lean Production. 11. Logistics and Order Fulfillment. 12. Supply Management and SRM. Part Four: QUALITY ISSUES AND PROCESS PERFORMANCE. 13. Managing and Controlling Quality for Continuous Improvement. 14. Six Sigma--Taking Quality Improvement to the Next Level. 15. Returns Management. Part Five: LOOKING TO THE FUTURE 16. Integrating Supply Chain Processes and Future Trends in Process Management. Part Six: PROCESS MANAGEMENT CASES.